Common Login Issues

Signing in to Cezanne HR should be quick and effortless, but security controls and system settings can sometimes block access. This guide outlines the most frequent sign-in problems

Common Sign-In Issues

1. Single Sign-On (SSO) Errors

Many organizations link Cezanne HR to an external SSO provider (e.g. Azure AD, Okta). If SSO authentication fails:

• Verify the user’s email address: In Administration > Setup & Security > Users, ensure the email listed on the SSO tab exactly matches the corporate account (watch for typos, extra spaces, or uppercase/lowercase differences).
• Confirm provisioning and certificates: Ask your IT team to check that user provisioning is active and the SAML certificate is valid and not expired.

2. Forgotten Cezanne HR Password

If a user forgets their password:

1. On the login screen, click Forgotten your password?
2. Check their inbox (including Junk/Spam) for the reset email.
3. Follow the link and choose a new password that satisfies your organisation’s strong password policy (minimum length, letters, numbers, and symbols).

3. Account Lock-Out After Failed Attempts

Cezanne HR automatically locks an account after three incorrect login attempts to protect against brute‑force attacks. To unlock:

1. Request a Reset Password link be sent to the registered email address.
2. Click the link, set a new password, and log in.
3. If lock‑outs recur, verify no one is repeatedly attempting logins with incorrect credentials.

4. 403 Access Forbidden Error

A 403 status means the server is refusing the request—commonly because:

• IP or network restrictions: Your ISP or corporate firewall is blocking *.cezannehr.com.
• Insufficient user permissions: The user’s role lacks access to the requested page.

Solution:

• Whitelist *.cezannehr.com at the network or firewall level.
• In Administration > Setup & Security > Users, have an HR admin review and adjust the user’s role permissions.

6. “Requested Action” System Error

Error: “A problem occurred performing the requested action. Please contact your System Administrator. Reference….”

This often indicates an inactive user profile. To resolve:

1. Navigate to Administration > Setup & Security > Users.
2. Tick the Active checkbox on the user’s record.
3. Click Send Welcome Email to re-establish credentials.

5. “Requested Action” System Error recurring Every Login

If users must be set active daily, this means their Cezanne HR account is likely tied to an inactive employment record (e.g., after a termination date). Inactive records only allow 24‑hour access.

To reactivate:

1. Go to Administration > Setup & Security > Users.
2. Open the user’s profile and update their Employment Details so that there is a  record active.
3. Save changes—permanent access is restored until the next status change.

7. Missing Welcome or Reset Emails

Automated emails may be blocked or filtered. Check:

• Spam/Junk folders: Whitelist no-reply@cezannehr.com.
• Email spelling: Ensure the user record email matches the login address exactly.
• Mail server policies: Work with IT to allow Cezanne HR system mails.
• Suppression lists: If an address has bounced, contact Cezanne HR Support.

Helpful Tip for Cezanne Administrators

• Document password policies: Publish and link your organisation’s password requirements within the login page.

FAQs

Note: Your organisation is legally obliged to protect personal data. Whether using SSO or Cezanne HR’s built‑in security, ensure you follow your company’s established password and access policies. If your login method is SSO, reach out to your IT team for password resets.